Mary Jessanor Turco

MARY JESSANOR TURCO TECHNICAL SUPPORT SPECIALIST PROFESSIONAL EXPERIENCE--Block 22 Lot 2 Santor Site, Malolos City, Bulacan Philippines 3000 SKILLS Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. ·Strong understanding of SaaS products and services Advance Zendesk User WORK EXPERIENCE Computer Literature Positive attitude towards work Fluent in Speaking and Written Communications Friendly service mentality LANGUAGES ALORICA | MAKATI CITY, METRO MANILA CUSTOMER SERVICE REPRESENTATIVE ( NOVEMBER 2017 – MARCH 2019 ) Hotel Reservations ( Getaroom.com ) ·Familiarity in Zendesk, such as creating and managing tickets. ·Provided primary customer support to internal customers English ·Maintained customer satisfaction with forward-thinking Filipino strategies focused on addressing customer needs and resolving concerns. ·Offered advice and assistance to customers, paying attention to special needs or wants. EDUCATION High School Diploma Cong. Teodulo C. Natividad High School iQor Philippines | Angeles City, Pampanga Customer Service Representative ( March 2019 – October 2020 ) Malolos City, Bulacan Philippines Sprint ( Sprint Voice & Chat ) 2014 – 2015 ·Provided primary customer support to internal customers ·Answered customers telephones calls promptly to void on-hold College Bulacan Polytechnic College Malolos City, Bulacan Philippines 2017 – 2018 wait times. ·Knowledge on telecommunication products and services, and handling billing issues. ·Troubleshooting common phone and internet issue strength, and poor call quality and using top-graded telecommunication tool to determine outages and right provisioning combinations to eases outages. Concentrix CVG | Angeles City, Pampanga Advance Technical Support ( November 2020 – July 2021 ) AT&T ( ATS ) ·Provided tier1 technical support to non-technical internal customers through support services ·Answered customers telephones calls and assisting them to resolve issues. ·Explained technical information in clear terms to non-technical customer to promote better understanding. ·Handling and Knowledge of different types of phone and internet services like DSL, fiber, and cable internet. ·Familiarity with different types of phone and internet equipment like routers, modems, and telephones. TELEPERFORMANCE | ANGELES CITY, PAMPANGA Technical Chat Support ( July 2021 - Current ) Apple Support Handling basic and advanced troubleshooting of iOS, iPadOS, WatchOS, MacOS, TvOS and educate customer on available troubleshooting tools and websites. Resolved service and technical problems for customers by asking clear and specific questions. Analyze trends to document emerging issues. Strong understanding of Knowledge-Base articles and following internal notes that are not available with public eye to make sure that we always do the topdown approach and providing resolution. Providing world-class customer support while making sure that technical issues are fixed with the right process from Apple database. Using issues tracker to collaborate with site engineers and senior advisors regarding outages. Resolving technical issues about multimedia services of Customers Apple ID’s, iCloud, and iTunes services by checking error codes across Apple Devices